Showing queue position and estimated wait time in Live Chat
Updated August 7, 2026
What this shows
Once the AI hands a conversation off to a human agent, a visitor can see a live status banner above the message list, e.g. "You're #3 in line — Estimated wait: ~6 min". It updates automatically as other visitors ahead are picked up, and disappears the moment an agent picks up that conversation.
Turning it on
Go to Integrations → your Inquiru Live Chat integration → Widget Configuration → Live queue status. There are two separate toggles:
- Show queue position — e.g. "You're #3 in line".
- Show estimated wait time — e.g. "Estimated wait: ~6 min".
Turn on either one, both, or neither — they don't depend on each other.
How the wait time is calculated
Estimated wait learns from your own team's real recent pickup times (how long it actually took for an agent to pick up the last several escalated conversations), divided by how many agents are online right now. It gets more accurate as more conversations come through. Until there's enough recent history to trust (a handful of tickets), it falls back to a flat number you set — Fallback average (minutes per ticket), shown once you enable wait time — so there's never a blank or obviously-wrong estimate for a brand-new setup.
Scope: agent groups
If a conversation has been routed to a specific agent group, that visitor's position and wait time only count other waiting conversations in that same group, and only that group's online members — not your whole team. Conversations with no group assigned use one tenant-wide queue.
What counts as "in the queue"
Only conversations that are Escalated and not yet assigned to an agent. The moment a human agent replies or is manually assigned, that visitor leaves the queue and the banner disappears for them — everyone still waiting behind them moves up automatically.